Calidad de Servicio y Satisfacción en los Clientes del Centro Odontológico Creadent, Lima 2019
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Volume Title
Publisher
Impulso
Abstract
El objetivo general de la investigación es determinar la relación existente entre la calidad de servicio y la satisfacción de los clientes del Centro Odontológico Creadent, Lima 2019. Este estudio se desarrolló bajo un enfoque cuantitativo de tipo correlacional, de diseño no experimental de corte transversal. De los resultados obtenidos mediante la Rho de Spearman se muestra que existe una relación positiva, considerable, directa y significativa, con un Rho= 0.868 y p valor igual a 0.000 (p<0.05) en la calidad de servicio y la satisfacción en los clientes del Centro Odontológico Creadent, Lima 2019 de salud dental. En conclusión, se tiene que la calidad de servicio y la satisfacción de los clientes del Centro Odontológico Creadent, Lima 2019, están significativamente relacionados; por ello, a mayor nivel de calidad de servicio, mayor será la satisfacción del cliente o viceversa; en consecuencia, resulta necesario implementar buenas prácticas a fin de optimizar la calidad del servicio.
The general objective of the research is to determine the relationship between the quality of service and the satisfaction of the Creadent Dental Center clients. This study was developed under a correlational quantitative approach, with a non-experimental cross-sectional design. From the results obtained using Spearman's Rho, it is shown that there is a positive, considerable, direct and significant relationship, with a Rho = 0.868 and p value equal to 0.000 (p <0.05) in the quality of service and customer satisfaction of the Creadent Dental Health Center. In conclusion, the quality of service and customer satisfaction of the Creadent Dental Center are significantly related; Therefore, the higher the quality of service, the higher the customer satisfaction or vice versa; consequently, it is necessary to implement good practices in order to optimize the quality of the service.
The general objective of the research is to determine the relationship between the quality of service and the satisfaction of the Creadent Dental Center clients. This study was developed under a correlational quantitative approach, with a non-experimental cross-sectional design. From the results obtained using Spearman's Rho, it is shown that there is a positive, considerable, direct and significant relationship, with a Rho = 0.868 and p value equal to 0.000 (p <0.05) in the quality of service and customer satisfaction of the Creadent Dental Health Center. In conclusion, the quality of service and customer satisfaction of the Creadent Dental Center are significantly related; Therefore, the higher the quality of service, the higher the customer satisfaction or vice versa; consequently, it is necessary to implement good practices in order to optimize the quality of the service.
Description
Vol. 3, No. 4
Keywords
Calidad de servicio, satisfacción de los clientes, rendimiento percibido, las expectativas, los niveles de satisfacción., Marketing, Quality of service, customer satisfaction, perceived performance, expectations, satisfaction levels., Qualidade de serviço, satisfação do cliente, desempenho percebido, expectativas, níveis de satisfação.